Job Overview
Sycomp is a global IT services provider with expertise in cloud, data center, endpoint management, and security solutions.
We are seeking an experienced technical professional to deliver exceptional support services to clients worldwide.
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Key Responsibilities:
* Provide high-quality technical support via email and remote tools to ensure smooth operation of clients' IT environments.
* Demonstrate strong troubleshooting and problem-solving skills to diagnose and resolve complex issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms in a timely and efficient manner.
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Client Interaction:
* Deliver professional and customer-focused experiences during all interactions.
* Communicate technical issues clearly and concisely to clients, ensuring a seamless understanding of the solution.
* Evaluate client satisfaction and escalate unresolved issues appropriately while ensuring timely follow-up.
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Service Management:
* Apply ITIL-aligned processes for incident, problem, and change management to drive efficiency and quality.
* Maintain accurate records of client requests and monitor Service Level Agreement (SLA) performance to meet or exceed expectations.
* Analyze opportunities for enhancing service delivery and client satisfaction through process improvements and best practices.
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Collaboration & Documentation:
* Collaborate effectively with internal teams and vendors to resolve complex technical challenges.
* Maintain comprehensive documentation of incidents, changes, and resolutions to facilitate knowledge sharing and continuous improvement.
* Develop and maintain knowledge base articles for recurring technical issues to enhance client self-service capabilities.
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Tools & Technology:
* Utilize and support key applications such as Office 365, Salesforce, and Slack to ensure seamless client experience.
* Manage user accounts, permissions, and configurations to maintain a secure and compliant environment.
* Stay current with emerging technologies and best practices to remain at the forefront of industry developments.
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Qualifications & Skills:
* Proficiency in English and Spanish (written and verbal).
* At least two years of experience in a managed services provider (MSP) environment.
* Demonstrated hands-on experience with Salesforce or similar ticketing platforms.
* Strong analytical and problem-solving abilities.
* Excellent communication and interpersonal skills.
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Core Competencies:
1. Technical troubleshooting
2. Customer-centric service orientation
3. Effective communication and documentation
4. Time management and organization
5. Problem-solving and analytical thinking
6. Process discipline and adaptability
7. Collaboration and teamwork
8. Attention to detail and quality assurance